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  • 1. Netregistry Customer Service and Technical Support Department Proposal 2004 Commercial and in Confidence Copyright © 2010 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 2. Revision No Issue Date Author(s) Revision Summary V1.0 13.04.2004 Angelina Potapova First generation document. General overview of the technical support unit processes. Proposed updates to the management of the department to ensure quality customer service coupled with comprehensive technical assistance. Proposal for modification of general operations of the department. V1.1 05.05.2004 Angelina Potapova Added APPENDIX section containing sample knowledge test and collection of required questions to choose from. Commercial and in Confidence 2 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 3. TABLE OF CONTENTS Overview................................................................................................................................................................................4 SECTION 1 : DOCUMENTATION.....................................................................................................................................5 1.1 Introduction..................................................................................................................................................................5 1.1.1 Internal Technical Guide Documentation.................................................................................................................5 1.1.2 Policy Documentation..............................................................................................................................................5 1.2 Conclusions and Recommendations............................................................................................................................6 SECTION 2 : DEFINING CUSTOMER SERVICE.............................................................................................................6 2.1 Introduction..................................................................................................................................................................6 2.2 Staff Department Oriented Knowledge Test...............................................................................................................6 2.2.1 Conclusions and Recommendations.........................................................................................................................7 2.3 Web Request Tracking (WebRT) System Statistics....................................................................................................8 2.4 Customer Satisfaction Survey......................................................................................................................................8 SECTION 3 : ADDITIONAL CLIENT SERVICES............................................................................................................9 SECTION 4 : SUGGESTIONS FOR FUTURE IMPLEMENTATION.............................................................................10 BIBLIOGRAPHY................................................................................................................................................................10 APPENDIX..........................................................................................................................................................................10 Sample Staff Knowledge Test.........................................................................................................................................10 Complete list of Knowledge Test Questions...................................................................................................................14 Commercial and in Confidence 3 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 4. OVERVIEW Presently, there exists a significant hole in the Technical Support department. As there is no Customer Service department in the company as such, Technical Support has taken on the challenge of modifying the operational procedures and implementing necessary procedural and policy documentation in order to provide the highest possible Customer Service and at the same time solve day-to-day technical issues relating to Netregistry supplied services. This paper strives to identify the missing systems and operational procedures to define the ideal environment, where the support performance may be measured on regular basis to ensure the highest quality of customer and technical service. The paper presents a business case including budgetary analysis of the support infrastructure/services, which will be required in order to achieve the goal. Commercial and in Confidence 4 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 5. SECTION 1 : DOCUMENTATION 1.1 INTRODUCTION Currently, the Technical Support department is missing a large number of documents, which are required for new staff training as well as day-to-day reference material for current team members. This slows down the process of new employee integration and takes time away from the experienced team members for their operational tasks. The result is devastating to the response time for customer queries, as it often does not meet the “2 hour during business hours” standard and therefore reflects poorly on the Customer Service department, as well as on the company on the whole. 1.1.1 INTERNAL TECHNICAL GUIDE DOCUMENTATION White papers required for internal technical setup of client services as reference guide. 1. E-commerce Gateway Setup: Ingenico and Quest servers 2. X-Cart product installation and module support 3. TheConsole Guide for Administrators 4. Sales database Administration Guide 5. Zetafax usage Guide 6. Phone system usage Guide 1.1.2 POLICY DOCUMENTATION A number of policy documents currently do not exist within the department. This is of great concern as any relatively simple customer complaint can escalate into cancellation of services and subsequent loss of revenue. 1. Customer complaints 2. Web Request Tracking Ticket escalation criteria 3. Phone support enquiry escalation criteria and procedure 4. Web Programming support criteria (Where service support becomes chargeable coding support) 5. E-mail response template 6. Customer Authentication criteria 7. New Package Deployment procedure Commercial and in Confidence 5 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 6. 1.2 CONCLUSIONS AND RECOMMENDATIONS SECTION 2 : DEFINING CUSTOMER SERVICE 2.1 INTRODUCTION In order to improve on the current situation, we are in need of implementation of a number of new procedures and regular tasks. The key word to this section of the document is Measurement. Objectively measuring service performance not only gives us a regular "report card" of phone/email support and team member performance, it will allow us to continuously improve the service. All research suggests that leading customer service companies around the world, stressed one key factor in creating successful measurement systems: Senior management must regularly review phone support/ call centre metrics. For instance, key measures taken at various call centers included standbys such as Average Speed of Answer and Average Handling Time to innovative measures such as Case Effectiveness, Customer Contact Skills, and Hours of Training. There are several ways we can measure and monitor progress in performance and customer satisfaction and I have selected three most convenient and easy to implement within our current team environment. 1. Staff Department Oriented Knowledge Test 2. Web Request Tracking (WebRT) System Statistics 3. Customer Satisfaction Survey 2.2 STAFF DEPARTMENT ORIENTED KNOWLEDGE TEST As the company services and infrastructure components are upgraded and implemented, the need for staff knowledge revision becomes more and more necessary in order to provide the best possible service to clients. By conducting regular knowledge tests for employees, we will have the ability to measure performance of staff and provide necessary product and service training should such need arise. For instance, the current Technical Support Department only contains one member, who is capable of answering all service (note: not code) related questions without additional support site research or further consultation with technical Commercial and in Confidence 6 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 7. development team members. By conducting this test, we will be able to set a standard of staff knowledge required to perform their job at a satisfactory to outstanding level and to identify the weaknesses in a particular staff member’s skills. The point of the exercise is to collect information and arrange necessary training, rather than punish the employee for lack of knowledge. Essentially, such a knowledge test for Technical Department will contain two sections: 1. Multiple choice, where only one answer is correct. E.g. Identify which statement is true: (1) Alias is an e-mail account, where mail is stored on the mail server and the user must login to collect it. (2) Alias will save mail onto the mail server and redirect it onto a defined forwarding address. (3) A POP e-mail account user can check their mail via WebMail. (4) A POP e-mail account is essentially a redirector of mail from one e-mail address onto another. 2. Problem solving, where there may be a number of different ways to correctly diagnose and resolve. E.g. Provide your typical response to the following customer query: “I want to protect a folder on my website from external access. How do I do it?” The marker in this case will look for an answer, which will correctly greet the customer; provide detailed step by step instructions on creating a .htaccess file; offer a “plug and play” solution (in which case he/she will forward the query onto the sales department, should the customer express interest); and request to contact back if further assistance is required. There will be approximately a hundred questions overall, and each test will consist of randomly selected 20 questions, 5 from each section: General , DNS , Programming , Internal Setup. NOTE: The entire selection of questions, as well as a complete sample test can be found in the Appendix. 2.2.1 CONCLUSIONS AND RECOMMENDATIONS Management of Sales Department may wish to quiz his/her staff on their product knowledge and which components are supported within our infrastructure. Such a knowledge test may be either Multiple Choice, Question/Answer or Problem Solving or all of the above. E.g. Multiple Choice: Which statement is true. TheEnterprise hosting package provides with: 1. 50 MB of webspace 2. 100 MB of webspace 3. 30 POP accounts 4. 1 GB of traffic E.g. Question/Answer: Commercial and in Confidence 7 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 8. Q: Which coding language(s) is/are supported for a customer wishing to develop with MySQL database? E.g. Problem Solving: Provide your typical response to a customer, who is asking the following question: “I want to move my current website to your hosting facility and want to know if you can support my ASP application”. The marker in this case will look for an answer, which will provide the customer with the information on databases supported with this web programming language: PostgreSQL and MSAccess; outline of the fact that MSSQL database is not currently supported; request information on the size of the current website in order to accurately identify the needed package for the customer; and request the number e-mail accounts the customer will be requiring as part of the package should they wish to transfer the e-mail services to us also. As a Technical Support consultant myself, I cannot stress enough the need for Sales department reps to know the limitations within our infrastructure. When a customer discusses the hosting options with our reps and orders a product, there should never be an instance, where the customer is hit with the news that our servers are not on a Microsoft platform, and that they must re-code their entire site to accommodate for compatibility issues in code. This is perhaps the most devastating to our reputation as a professional web hosting service provider, as the customer is immediately led to believe that we are only interested in making the sale, and not accommodating for his/her requirements. 2.3 WEB REQUEST TRACKING (WEBRT) SYSTEM STATISTICS This is a much needed web based application consisting of a number of SQL select statements, which will enable managers to produce a regular statistics report on the performance of their staff via the WebRT system. Figures such as  Number of queries resolved with no subsequent correspondence with the customer  Number of queries resolved without further assistance required  Number of queries escalated to Second Level Support team  The amount of time taken to resolve the query from the time of it’s arrival The results can be categorised by Time period (Year/Month/Week/Day), Queue, and a particular User (Staff member). There is a current system in place in WebRT in the RTFM section. The results 2.4 CUSTOMER SATISFACTION SURVEY This is probably the most valuable exercise in terms of gathering information of the current state of the Customer Service department as well as any other aspect of our provided services, should we wish to include it in the questionnaire. The collected information will provide us with the ability to modify the current procedures where appropriate and create new processes, which will simplify customers experience with setup and maintenance of their services. Commercial and in Confidence 8 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 9. The way in which we operate in Technical and Customer Service department must not only be aimed at providing ourselves with convenience, but more importantly the client. This survey should be completed by clients privately, in other words, the identity of the client completing the survey should not be known to us, as we are looking for an objective summary of client wants and needs. Of course, we must provide the customer taking their time to fill in the survey with a reward. This means that the survey may only be completed once by a client throughout the duration of the data collection. REWARD PROGRAM This can be something as simple as free anti-virus for one POP account, or extra 5 MB for webspace. SURVEY STRUCTURE The survey will consist of a one page multiple answer and an additional comment field. IMPLEMENTATION There are several ways we can promote the survey 1. TheConsole. It will be available via the client’s master account upon login and the user can choose to skip it and never be prompted to take it again, or skip until next login. We will provide the customer with immediate selection of a reward upon completion. This process will send a request to support@netregistry.com from the customer’s current contact e-mail address with details of the client’s selection. Technical support team will process the request and respond to client. 2. Newsletter offer. Since the survey can only be completed by a current client, they will be required to login with their Console username and password in order to view the survey page on our website. We will provide the customer with immediate selection of a reward upon completion. This process will send a request to support@netregistry.com from the customer’s current contact e-mail address with details of the client’s selection. Technical support team will process the request and respond to client. 3. SECTION 3 : ADDITIONAL CLIENT SERVICES Commercial and in Confidence 9 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 10. SECTION 4 : SUGGESTIONS FOR FUTURE IMPLEMENTATION BIBLIOGRAPHY APPENDIX The complete selection of questions offered in the Technical Support Staff Knowledge test can be found here. SAMPLE STAFF KNOWLEDGE TEST SECTION 1 General Services In this section, your general knowledge of the services offered by NetRegistry will be tested. Questions may include product configurations, hosting component support, glossary of terms etc. There will be 5 questions, 3 of which are multiple choice and 2 – problem solving. Question 1 Multiple Choice – Domain Registration Identify a true statement: (1) Any Australian domain name registration can be obtained by any registered business within Australia. (2) Transfer of ownership of Australian registration incurs a fee. (3) Domain registration renewal can be performed by any entity wishing to obtain the registration (4) Transfer of web hosting for a gTLD involves renewal of the registration for at least 1 year. Question 2 Multiple Choice – Product knowledge Identify a false statement: (1) ThePOP5 package allows for 20MB of e-mail quota for each of the 5 POP users (2) Merchant service is NOT part of TheBusiness package (3) TheMarketeer package allows for 50 MB of web space on the name server (4) There are 30 POP accounts available on WebMail service on TheBusiness package Question 3 Problem Solving Consider the following scenario and outline your steps to diagnosing the issue. A client sends Support an e-mail query advising their website does not load in a web browser Commercial and in Confidence 10 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 11. Question 4 Problem solving: (E-mail Support) Provide your typical response to the following client query: “I have received a notice from you saying “Your mailbox has exceeded 75% of your email quota.” What does it mean and what do I have to do to fix it?” Question 5: Problem solving (Phone Support). Consider the following scenario and outline which steps you will take and/or which questions you will ask in order to understand the client problem and resolve. A client calls and asks the following: “I am trying to login to TheConsole, however, whenever I type in my login and password, I get an error “Incorrect Login or Password”. I have checked that Caps Lock is not on, checked that I am using the right username and password, have tried 4 different sets of username and passwords (registrant, domain, Console Master Account and Console Domain login). Nothing seems to work!” Section 2. DNS In Section 2, you will be tested on your understanding of how DNS works; your knowledge of the ZoneManager product and administration via TheConsole; and Domain Delegation troubleshooting. There will be 5 questions: 2 – Multiple Choice and 3 – Problem Solving. Question 6. Multiple Choice: Identify the true statement: (1) The ZoneManager product is required if a client has his own DNS server (2) DNS propagation period is the amount of time it takes for DNS configuration to be recognized across the global networks. (3) You can create MX records pointing the domain name to your own IP address. (4) NetRegistry is able to provide dynamic DNS service. Question 7: Multiple Choice TTL is an abbreviation to: (1) Time Travel Limit (2) Time To Live (3) Trendy Tea Ladies (4) None of the above Question 8: Problem Solving: List the steps for creating an MX record in TheZoneManager, when only a static IP address is available. Question 9: Problem Solving: (E-mail support) Consider the following scenario and provide your typical response. Commercial and in Confidence 11 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 12. A client sends in an e-mail query : “I want to host my own website and I have a static IP address, which acts as a DNS server as well as a Web server and Email Exchange server. What do I need to do?” Question 10: Problem Solving: (Phone support) Consider the following scenario and outline which steps you will take and/or which questions you will ask in order to understand the client problem and resolve. A client calls with a question: “I have moved my web hosting and email to you, however, some people have claimed that they sent me emails and I have not received them. They also see my old website via the web, rather than the one I uploaded to your servers. What’s happening?” Section 3: Programming This section will test your basic knowledge of using Netregistry supplied scripts; support restriction for various web development languages and database management . There will be 5 questions: 2 – Multiple Choice; and 3 – Problem Solving. Question 11: Multiple Choice. Identify a true statement: (1) PHP file based session handling is supported on Netregistry web servers (2) CGI is not supported on Zeus web servers. (3) MySQL database is supported on ASP servers (4) PostgreSQL and MSAccess databases are both supported on ASP servers Question 12: Multiple Choice Which product, if any, supports ColdFusion web publishing software: (1) TheEntry (2) TheBusiness (3) TheMissionCritical (4) None of the above Question 13 Problem Solving Consider the following scenario and list the steps for resolving the issue. A client requests a copy of the FormMail.pl script to be placed into his cgi-bin directory. Question 14: Problem Solving (Email support) Provide your typical response to the following client query: “I am developing my website in ASP and would like to use FormMail.pl on my contact form. I have followed your instructions, however, the form does not work. What happened?” Commercial and in Confidence 12 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 13. Question 15: Problem Solving (Phone support) Consider the following scenario and list the questions you will ask the customer, as well as steps you will take to diagnose and resolve the issue: A client calls in with an enquiry: “I am trying to setup my MSAccess database on your server and it is not working. I’m getting an error when I try to connect to it in my ASP script” Section 4: Internal Setup and Procedure In this section, you will be tested on your knowledge of internal setup of client packages, internal procedure in escalating a client issue and your fluency in TheConsole admin interface and WebRT usage. There will be 5 questions: 2 – Multiple Choice and 3 – Problem Solving Question 16: Multiple Choice Identify a true statement: (1) Quest is St-George payment gateway server software (2) Ezimerchant software issues are addressed by Technical Support team (3) Ingenico payment gateway server software can be accessed by VNC viewer on internal IP 10.1.2.3 (4) Part of setting up a new NAB merchant gateway is using notepad in Windows. Question 17: Multiple Choice What is the maximum amount of time a new client query should stay un investigated during business hours: (1) 4 hours (2) 2 hours (3) 1 hour (4) 15 minutes Question 18: Problem Solving List the entire procedure in point form of how an Ingenico merchant gateway is setup. Question 19: Problem Solving What is involved in a Registrant Name Change from a Registrar perspective? (i.e. what steps will we take to action a Registration Name Change for a Domain Name Registration) Question 20: Problem Solving Consider the following scenario and outline the steps you will take to resolve the issue. Commercial and in Confidence 13 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.
  • 14. A client calls in with a query: “My colleague sent me a 12.5MB file by e-mail and I have not received it. I am on ThePOP5 package, which entitles me to receive messages up to 20MB is size. I have checked my mailbox and it is empty via WebMail. Please fix this problem.” COMPLETE LIST OF KNOWLEDGE TEST QUESTIONS Commercial and in Confidence 14 © Copyright 2004 by NetRegistry Pty Ltd This work is copyright. Other than as permitted by law, no part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any process without prior written permission.